Terms and Conditions

Orders may be submitted by email to [email protected] or sent by fax to the fax number serving your country or to Gentaur's general fax number: +32 16 50 90 45. Unless otherwise requested for a particular transaction, an official purchase-order form is not required and a clear email instruction is sufficient.

Subject to availability in the customer's country and the conditions stated in the quotation or invoice, payment may be made using the following methods:

• Bank transfer.
• Credit card, including Visa, MasterCard, and American Express.
• Supported debit cards.
• Stripe payment link.
• PayPal in supported countries.

Payments should use the relevant quotation, order, or invoice number as the payment reference. Gentaur's banking details are shown in the footer of the applicable quotation or invoice.

For card payments, a Gentaur representative may send a secure payment link to the email address provided by the customer. Customers may also call the relevant local Gentaur office or the general number +32 16 58 90 45 and provide the order, quotation, or invoice reference required to identify the payment.

General payment terms are net 30 days from the invoice date unless different terms are stated in the quotation, order confirmation, invoice, or customer agreement. Gentaur may require partial or full prepayment where reasonably necessary, including for new accounts, high-value orders, custom services, made-to-order items, regulated products, or products that cannot be cancelled with the supplier.

A non-refundable advance fee may apply to certain custom services or made-to-order products when stated before the order is accepted. To the extent permitted by applicable law, ownership of supplied products remains with Gentaur until the corresponding invoice has been paid in full.

Gentaur operates through locally registered offices in several European countries. Where appropriate, customers with a billing address in one of the following countries may be invoiced by the relevant local Gentaur entity:

Customers located in a country where Gentaur does not invoice through a local office may be invoiced by Gentaur Belgium. The VAT treatment depends on the customer's location, tax status, transaction type, and the validity of the VAT information provided.

Where a valid VAT number permits invoicing without Belgian VAT, the customer must provide that number before the invoice is issued. Where Belgian VAT applies, the standard Belgian VAT rate is currently 21%, unless a valid exemption or another legally applicable rate applies.

Organizations entitled to a VAT exemption or reduced VAT treatment must provide a valid and current certificate or other required evidence with each order when requested. Gentaur may delay or correct invoicing when the supplied tax documentation is incomplete or invalid.

Customers in the United States may order products in US dollars where that currency is available. Orders may be delivered and invoiced locally through Genprice Inc. in San Jose, California, subject to the details stated in the applicable quotation or order confirmation.

Unless expressly stated otherwise, prices displayed on the website exclude VAT, sales tax, shipping, handling, customs charges, import duties, and other applicable local taxes or fees.

• Products transported on dry ice or with other temperature-controlled packaging may be subject to additional shipping and handling fees.
• Hazardous, restricted, regulated, oversized, or specially packaged products may be subject to additional documentation, handling, carrier, or compliance fees.
• Shipping costs and taxes may vary by destination, delivery conditions, order size, product class, and applicable local rules.

Prices may change without prior notice. Although Gentaur makes reasonable efforts to maintain accurate website prices, supplier changes, currency movements, technical errors, or delayed updates may result in an outdated or incorrect displayed price.

Gentaur is not required to accept or fulfil an order at an outdated or clearly incorrect price. If the price changes before an order is accepted, the customer will be informed and the order will not proceed at the updated price without the customer's explicit approval.

Certain products are subject to special requirements concerning import, export, transportation, storage, transfer, possession, or permitted use. These requirements may change and may depend on the product, manufacturer, destination, end user, carrier, or intended application.

Product pages may not always contain every current regulatory requirement. If an additional requirement is identified after an order has been submitted, Gentaur will inform the customer as soon as reasonably possible. No new optional fee will be added without the customer's approval, but the order may be delayed, placed on hold, or cancelled if mandatory documentation or authorization cannot be obtained.

Material Transfer Agreements

A Material Transfer Agreement may be required for products involving intellectual property, restricted transfer rights, or materials that can be reproduced by the end user. Examples may include certain cell lines, tissue cultures, plasmids, vectors, constructs, and related biological materials.

Controlled or Specially Regulated Products

Controlled products may include pure substances, chemical mixtures, viral or bacterial suspensions or cultures, natural or synthetic toxins, products derived from regulated animal species, and other materials subject to special legal or carrier requirements.

Gentaur may require documents such as an end-use statement, facility certification, import or export license, authorization, MTA, biosafety declaration, or other compliance documentation. Additional transport, packaging, customs, documentation, or handling fees may apply when disclosed to the customer.

The customer must inspect each shipment promptly upon receipt. The inspection should include the outer packaging, product containers, seals, temperature-control materials, dry ice or cooling packs, and any visible indication of leakage, breakage, contamination, or transport damage.

Any transport damage, missing product, loss of required cooling, leakage, breakage, or other visible delivery issue must be reported to Gentaur immediately. Customers should preserve the product, packaging, labels, temperature indicators, delivery documents, and photographs needed to assess the claim.

Gentaur's specialists will review the available evidence and determine whether the product can be used, whether additional technical checks are required, or whether a replacement or another remedy is appropriate.

Reporting a Performance Issue

To report a product-performance concern, provide the catalogue number, complete product name, lot or batch number, expiration date, storage history, protocol used, controls, results, and any other information reasonably requested by the technical-support team.

Gentaur is not responsible for performance issues caused by use after the expiration date, failure to follow the manufacturer's instructions, unsuitable protocols, improper storage, repeated freeze-thaw cycles, misuse, contamination, or damage occurring after delivery.

Quantity discounts may be available when two or more items are ordered from the same manufacturer. The discount level depends on the manufacturer, products, quantities, order value, and applicable promotion or commercial agreement.

Gentaur may also provide discounts for bulk orders that include products from one or several manufacturers. All discounts are subject to confirmation in a written quotation or order confirmation and cannot be assumed from a previous transaction.

Free samples are generally not available. In some cases, a trial discount may be offered in exchange for application feedback, validation data, or research results that the customer is legally and ethically permitted to share. Contact Gentaur with details of the intended application to request an evaluation.

If a required product is not listed on the Gentaur website, or if you need help identifying a suitable product for a particular application, contact [email protected].

Provide as much information as possible, including the intended application, target, host species, technique, format, purity, quantity, delivery country, and any required specifications. Gentaur's specialists may search its supplier network and send a list of potentially suitable products for the customer's evaluation.

Gentaur respects patents, trademarks, copyrights, database rights, and other intellectual-property rights. Product information and product lists may be supplied by manufacturers or other third parties, and Gentaur cannot independently verify every listing against every existing or future intellectual-property right.

If you believe that a product listing, image, trademark, description, document, or other website content infringes an intellectual-property right that you own or are authorized to enforce, contact Gentaur promptly and provide sufficient information to identify the material and the relevant right. Gentaur will review the notice and take appropriate action where justified.

Eligible customers may submit a withdrawal or cancellation request through the designated Withdrawal / Cancellation Request form available on the website.

The request should include at least the customer's email address, the relevant order, quotation, invoice, or other reference number, and the type of request being submitted. Additional information may be required to evaluate the request.

Submission of a request does not itself cancel an order, approve a refund, or confirm a statutory or contractual right of withdrawal. Each request is reviewed according to applicable law, customer status, order status, product characteristics, supplier commitments, and any relevant legal exception.

Where permitted by applicable law, cancellation or withdrawal may be unavailable or restricted for business-to-business orders, custom-made or specially ordered products, rapidly perishable products, temperature-sensitive products, refrigerated or frozen products, products requiring dry ice, hazardous or regulated products, and products that have already been shipped, opened, consumed, contaminated, or used.

Questions about these Terms and Conditions may be sent to [email protected]. Order enquiries and product-sourcing requests may be sent to [email protected].

To help Gentaur respond efficiently, include your company or organization name, country, order or quotation reference, relevant product catalogue number, and a clear description of the question or issue.

Unless expressly stated otherwise in the product documentation, product page, quotation, or applicable regulatory authorization, Gentaur products are supplied for research laboratory use only.

Products must not be used for human or veterinary diagnosis, therapy, treatment, consumption, administration, or other in-vivo use unless the specific product is expressly authorized, labelled, and supplied for that purpose under applicable law.

Products and equipment must be handled, stored, operated, and disposed of by appropriately trained personnel in accordance with the manufacturer's instructions, safety data, laboratory procedures, institutional approvals, and applicable laws and regulations.

To the extent permitted by applicable law, Gentaur and its subsidiaries are not responsible for injury, loss, damage, failed experiments, regulatory violations, or other issues caused by unauthorized use, misuse, improper storage, unsuitable handling, modification, or failure to follow the applicable instructions and safety requirements.